1voucher is ****mers

**Time-sensitive transactions demand time-sensitive support — your failure to provide my voucher cost me more than just the money I paid.**

I would like to lodge a serious complaint against the OneVoucher app and their customer service, as this case involves both financial loss and a clear violation of consumer rights.

On the 25th of September 2025, I purchased R48 worth of vouchers. I sent R24 to a friend, leaving me with R24. I then bought a R4 voucher successfully. After that, I attempted to buy another R4 voucher. The app deducted R8 from my balance but only provided one R4 voucher. This left me with R16 instead of R20. **This is a clear error on the system’s side.**

I immediately contacted support through both the live chat and the phone line provided in the app. After waiting about 10 minutes, I reached an agent via chat name Nokubonga ,who responded once and then never rep**** again. On the phone, I was connected to a woman who refused to identify herself. I repeatedly asked for her name, and she would not give it. She also refused to assist me properly. Instead of addressing the missing funds, she blamed me for “rushing her” and told me not to cut her off. I explained that I was the customer, that I had limited airtime, and that I needed a quick resolution. She continued to argue, refused to give her name, and finally said she would hang up and then ended the call. The entire call lasted around 8 minutes, with 5 minutes of waiting and only about 3 minutes and 50 seconds of actual conversation, during which no resolution was provided. **At no point was I given a timeframe of when my money would be refunded or when I could expect accountability, which is unacceptable. I was not even offered airtime credit to secure my trust while waiting — nothing at all.**

**Please also note:** I am aware that all calls are recorded. OneVoucher can easily verify this incident by reviewing their records. The call was made on 25 September 2025 between approximately 13:00 and 13:38 from either 084-029-2583 or 084-253-8446. There is no excuse for denying what happened.

This is unacceptable. I was left with missing funds and no assistance. Customer service agents must identify themselves, treat customers with respect, and most importantly, resolve the issue. **Instead, I was dismissed and left with a financial discrepancy.**

To make matters worse, that R4 voucher was not just any voucher — it was meant to be used to place a bet on a game scheduled at 13:50. Because OneVoucher failed to provide me with the funds I had already paid for, I could not place that bet. **This was a missed opportunity, as I was confident in that bet and its potential payout of at least 100:1.** In short, their error cost me more than just R4; it cost me valuable time, opportunity, and the chance at significant winnings. **Time is money, and in this case, both were wasted.**

I therefore demand: 1. **An urgent refund of the missing R4.** 2. **Formal acknowledgment and disciplinary action regarding the unprofessional behavior of the staff involved.** 3. **Reasonable compensation for the lost opportunity and the airtime wasted while dealing with support.** A goodwill voucher or credit would be fair under the Consumer Protection Act, which protects customers from negligent service and financial harm. 4. **A clear commitment to provide timeframes and accountability in future cases, as leaving customers in the dark is unacceptable.**

**Customers deserve transparency, respect, and proper support when problems arise. I expect OneVoucher to treat this matter with urgency and restore both my funds and my confidence.**